Operations Manager, Member Experience

Function Health
United States
Workplace: RemoteFull timeUSD 120,000 - 140,000 annuallyFunction: Customer Success & Account ManagementExperience: 6-10 yearsSkills: ["Communication","Leadership","Problem-solving","Empathy","Data-driven","Analytical"]

Lead a high-impact member experience function focused on end-to-end NPS ownership, VIP/influencer relations, and scalable operations. Build systems, drive data-driven improvements, and align cross-functional partners (product, ops, clinical) to fix root causes and elevate promoter scores in a high-growth, healthcare-focused environment.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Function Health
Function Health
4 months ago

Operations Manager, Member Experience

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Lead a high-impact member experience function focused on end-to-end NPS ownership, VIP/influencer relations, and scalable operations. Build systems, drive data-driven improvements, and align cross-functional partners (product, ops, clinical) to fix root causes and elevate promoter scores in a high-growth, healthcare-focused environment.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Own Ezra's NPS program end-to-end—from data collection and trend analysis to improvement initiatives and outcome measurement
  • •Identify systemic patterns, and coordinate cross-functional initiatives to address root causes
  • •Implement recovery strategies, and drive conversion to promoters
  • •Monitor member feedback continuously to catch emerging issues before they become systemic problems; implement rapid solutions, measure impact, and iterate
  • •Take full ownership of member satisfaction regardless of where friction originates—scan centers, platform, communications, or any other touchpoint
  • •Own the complete end-to-end experience for all VIP members and influencers, from initial coordination through post-scan follow-up
  • •Deliver white-glove, concierge-level service with proactive communication, personalized touchpoints, and creative problem-solving
  • •Design and introduce new touchpoints and experiences that exceed expectations, with a target of 95%+ promoter rates among VIPs and influencers
  • •Maintain detailed, real-time tracking systems that keep all internal stakeholders continuously informed on VIP and influencer member status
  • •Build, coach, and lead a high-performing member experience team with clear accountability tied to specific performance targets
  • •Set and hold the team to measurable standards: 70+ NPS, 95%+ VIP promoter rates, and quick response times
  • •Develop team members through coaching, feedback, and growth opportunities centered on experience innovation and operational excellence
  • •Build and maintain comprehensive SOPs and workflows for all ownership areas, ensuring quality scales with member volume
  • •Implement AI automation and process improvements to reduce manual effort and increase throughput without sacrificing service quality
  • •Design proactive monitoring systems that surface issues before they impact member satisfaction
  • •Balance exceptional service delivery with operational efficiency and gross margin considerations
  • •Monitor feedback patterns across all channels to solve problems before they become systemic
  • •Own all improvement initiatives from conception through implementation, success evaluation, and iteration
  • •Identify and scope product enhancement requests that measurably improve member experience
  • •Maintain real-time dashboards and tracking systems that provide visibility into member satisfaction and team performance
  • •Collaborate with product, operations, and executive teams to embed member insights into organizational decision-making

Pay and Benefits

Salary: USD 120,000 - 140,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionEquityWellness StipendCommuter BenefitsPaid LeaveLearning Budget

Key Requirements

  • •6-10 years in customer success, member experience, or a related function with direct ownership of satisfaction metrics
  • •Demonstrated experience managing NPS programs or equivalent member feedback systems
  • •Track record of building or significantly improving operational processes in a high-growth environment
  • •Experience managing a team
  • •Proven ability to use data to drive decisions and communicate results to cross-functional stakeholders
Experience:6-10 yearsHealthcareConsumer subscriptionWellness
Skills:CommunicationLeadershipProblem-solvingEmpathyData-drivenAnalytical
Languages:English
Tech Stack:IntercomAI toolsWorkflow automationDashboards

Company Brief

Function Health
Function Health develops digital health solutions to support chronic disease management, delivering personalized care pathways, remote monitoring, and patient engagement tools to improve outcomes and reduce healthcare costs for people with long-term conditions.
Industry: HealthTech
Website